Later, I found a sign posted at the head of the queue, "Due to traffic jam, the bus No. 70 would be delayed". That was all. As this sign was posted in front, there was no way that people at the back of the queue knew about the delay, and how long the delay would be.
Most of the commuters would take this type of poor service as part of life in Singapore. There is no point in making a complaint. The people in charge, in SBS Transit or Land Transport Authority would not care. They might give some hollow apology or nice words, but they really don't care.
If there are sincere about the customer, they would have sent a staff to tell the people in the queue, update them about the arrival time and help them with alternative arrangements. After all, there are many unemployed people who would be delighted to have this type of job, even at low pay. Surely it is possible to have some customer service officers at the terminal? But, SBS Transit probably decided that employing people would cost money and eat into their profit. So, they would save on this money. It is cheaper to give hollow apology.
It took me 1 hour to get home from my office, travelling a distance of 2 km. It would have been faster for me to walk.
Sigh! This is Singapore.
Tan Kin Lian